Set up government service customer service and implement an evaluation mechanism

　　"One-stop service" upgrades convenience services

　　Set up government customer service, implement an evaluation mechanism; build an integrated "resident code" service system, and link basic information such as electronic certificates as a whole...Fujian, Shandong, Guangdong and other provinces have recently issued relevant plans for digital government construction, clarifying the "timetable" and drawing "Roadmap" to accelerate the construction of digital government.

All localities have focused on solving the problems of difficult, slow, and complicated handling of affairs through digital means, so as to make it more convenient for the masses to handle affairs.

　　One-click solution to "urgency, difficulty, anxiety and hope"

　　"I used to go to the window and the bank, and I had to go at least three times to withdraw the provident fund." Ten years ago, Chen Lin, who lives in Bozhou City, Anhui Province, bought a house with a loan. Since then, withdrawing the provident fund has become a hassle.

　　Now, Chen Lin only needs to log in to her "Wanshitong" account and click "I want to withdraw", the system will automatically retrieve her real estate and bank card information, complete the declaration in one minute, and the money will arrive in the account the next day .

　　At present, more than 2,600 government service items in Bozhou City have realized "one-click declaration", and the masses have realized "one-click application and zero submission of materials".

　　All localities have launched a series of convenient digital services around the pain points and difficulties in the work of the masses.

Weihai City, Shandong Province took the lead in building an intelligent integrated service platform for work-related injury insurance in the country, realizing the "package one thing" handling of work-related injury business, and the handling efficiency increased by more than 90%. You can participate in the trial online, saving you the trouble of running around; the Chongqing "Smart People's Society" platform has launched the "Family Agency" function, and the elderly can entrust relatives and friends to handle matters such as the application for pension insurance benefits online...

　　"Great reforms require small cuts." Zhai Yun, a researcher at the Public Administration Teaching and Research Department of the Central Party School (National School of Administration), believes that the construction of a digital government should identify small cuts and make careful efforts to always respond to the real concerns of the people and solve the "urgent difficulties" of the people. Anxiety" question.

　　"People's sentiment map" helps management

　　"The 'flying line charging' point of the electric vehicle in the community has been cleaned up", "The abandoned furniture piled up in the lane has been removed"... In the joint logistics command center of the "People's Feeling Map" in Fengshan Street, Shanwei City, Guangdong Province, the big screen kept popping up like this real-time information.

　　During the inspection and visits, once the grid staff finds abnormal situations, they can deal with them on the spot, and those that need to be dealt with by relevant functional departments will be reported to the "people's situation map" platform. Form a closed loop of "reporting incidents, circulation and disposal, result feedback, and continuous tracking".

The "People's Feelings Map" system brings together 237 types of data from 23 party and government agencies and units including public security, politics and law, and natural resources, and initially built the Shanwei People's Feelings Database.

　　With the popularization and application of technologies such as 5G, big data, and artificial intelligence, the intelligence level of grassroots social governance has been continuously improved.

Xiaoshan District, Hangzhou City, Zhejiang Province launched a digital monitoring platform for "comprehensive management of construction vehicle traffic safety" to monitor online and real-time illegal dumping of construction vehicles, dust pollution and other illegal transportation behaviors; Qingyang District, Chengdu City, Sichuan Province installed Artificial intelligence monitoring equipment monitors the water quality of the river 24 hours a day and accurately locates pollution sources.

　　In June 2022, the State Council issued the "Guiding Opinions on Strengthening the Construction of Digital Government", proposing to "actively promote the innovation of digital governance models and enhance social management capabilities" and "implement the 'Internet + grassroots governance' action to build a new grassroots management service platform" .

Practice has shown that digital means can effectively open up the "nerve endings" of social governance and make grassroots social governance more precise.

　　Break through business "data barriers"

　　At the beginning of this year, Shantianhui Technology Co., Ltd. in Anshan City, Liaoning Province directly realized the exemption of value-added tax and other benefits without submitting an application for tax reduction or exemption when handling taxes online.

This is due to the reform of "free application and enjoyment" in Liaoning Province.

　　Liaoning relies on digital means to reduce the reporting process of enterprises, accurately push various preferential policies through background data comparison and automatic matching, replace "unit declaration" with "active screening", and change "people looking for services" into "services looking for people".

　　The construction and application of government business information systems at all levels have achieved remarkable results, and innovative practices such as "running at most once", "one-stop service", "one-net collaboration", "free application and instant access" and "certificate-free processing" have emerged continuously.

　　In the process of digital government construction, "data barriers" are blocking points.

All localities are making efforts to open up the "artery" of data sharing and realize the integrated management of data resources.

In Dongtai City, Jiangsu Province, as long as you scan the QR code of the business license, you can see all kinds of information.

"The information on 63 permits, confirmations, and filings from 20 departments is all collected in it." The relevant person in charge of the Dongtai Administrative Approval Bureau said that the "data barriers" of various business systems have been opened up, as long as you fill in your ID number, you can Realized 81 examination and approval services without certificates.

　　The construction of digital government has become an important part of optimizing the business environment in various places.

In January this year, Shaanxi Province issued a series of measures to improve government service capabilities, proposing to set up a "general customer service" for government services, develop a government service evaluation mechanism, and make every effort to improve the satisfaction rate of enterprises and the public.

On February 15, Guangdong Province introduced several measures for the construction of "Digital Government 2.0" to establish an integrated government service platform that is online all the time and has multiple channels.

In early February, Shandong Province issued an implementation plan for digital government construction, proposing that by the end of 2025, "doing business without a certificate" and "one-code access" will become the norm for enterprises, and "entitlement without application" and "precision services" will be fully rolled out. Digital empowerment will benefit enterprises. The level has been improved in an all-round way.

(People's Daily Overseas Edition reporter Pan Xutao)